We understand that service interruptions hinder productivity and disrupt your operation.
We've set a high bar for service uptime because we believe that you should be able to depend on Authgear and run your business without hassles.
Our paid plan SLA guarantees a 99.95% monthly uptime, excluding scheduled downtimes described below.
Authgear also promises these to our users:
Occasionally, we need to perform maintenance to keep Authgear working as smoothly as possible. If scheduled downtime is necessary, we'll give you 48 hours' advance notice. In a calendar year, there will be no more than 12 hours of scheduled downtime.
Downtime means the hosted server of Authgear was unavailable for use excluding the period of scheduled maintenance. We use server monitoring software to monitor when Authgear is down. Downtime does not include the period of time when Authgear is not available as a result of scheduled downtime.
In a calendar month during which the SLA is not met as defined in the Service Commitment, and as confirmed by Authgear in its sole discretion, Authgear will provide the customer's account with a nontransferable Service Credit equaling to 10% of the fees paid by customer in the applicable calendar month. Service Credit will be issued for future use only and must be requested by Customer. No refunds of cash value will be provided.
The SLA does not apply to any of the following:
Please refer to https://github.com/authgear/authgear-server/blob/main/SECURITY.md
In the event of a security breach, we will without undue delay and ,where feasible, not later than 72 hours after having become aware of it, notify affected clients by email. Where the notification to affected clients is not made within 72 hours, it shall be accompanied by reasons for the delay.
If changes were planned that will potentially affect current clients, the change will be communicated to clients by email 14 days prior to taking effect. The notification will include the following information (if applicable):
